Senior Support Engineer - Oracle

Michelin Reifen; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Michelin Reifen in Pune, India seeks a Senior Support Engineer to lead Oracle Applications support within an Order-to-Cash framework. You will mentor engineers, manage incidents and changes, and drive continuous improvement across global support operations.

The role requires strong Oracle OM/AR knowledge, Fusion Cloud exposure, ServiceNow experience, and excellent stakeholder communication. On-site work in Pune with potential for process optimization.

Qualifications

• 6–10 years of experience supporting Oracle Applications in an Order-to-Cash environment.
• Strong functional knowledge of Oracle Order Management (OM), Oracle Accounts Receivable (AR), Customer Invoicing, Pricing, Shipping, and Order Fulfillment.
• Good technical understanding of SQL interfaces and integrations.
• Exposure to Oracle Fusion Cloud: SCM Cloud, Inventory Cloud (IC), Oracle Integration Cloud (OIC).
• Experience with ServiceNow (Incident, Problem, Change, Knowledge Management).
• Experience in global support and production support environments.
• Strong stakeholder management and communication skills.
• Ability to coach, mentor and lead support engineers.

Responsibilities

• Incident Management: manage incidents from identification through resolution and closure with SLA compliance.
• Service Request Management: handle complex service requests with ownership and timely resolution.
• Problem Management: lead root-cause analysis and drive permanent fixes with cross-team coordination.
• Monitoring & Observability: use dashboards to identify issues and improve observability.
• Change & Release Management: validate production changes and assist go-live activities.
• Continuous Improvement: identify automation and process optimization opportunities.
• Knowledge Management: create and maintain troubleshooting guides and knowledge articles.
• Communication & Stakeholder Management: provide clear status updates to users and leadership.
• Service Level Management: monitor and improve SLA/KPI performance.
• Operability & Support Readiness: define support requirements and ensure smooth project transitions.
• Team Leadership & Mentoring: coach junior analysts and promote best practices.

Skills

Order Management (OM)

Accounts Receivable (AR)

Invoicing & Pricing

Shipping & Fulfillment

Credit/Debit Processes

SQL Interfaces & Integrations

Workflow Troubleshooting

XML/BI Publisher

Debugging & Log Analysis

Oracle Fusion Cloud (SCM/Inventory)

OIC

ServiceNow

Global Production Support

Stakeholder Management

Mentoring & Coaching

Tools

ServiceNow

BI Publisher

SQL

Job description

## Senior Support Engineer - Oracle Shift timings - **3:30pm IST – 12:30AM IST** Experience & Skills Required* 6-10 years of experience supporting Oracle Applications in an Order-to-Cash environment.* Strong functional knowledge of: Oracle Order Management (OM) Oracle Accounts Receivable (AR) Customer Invoicing Pricing, Shipping, Order Fulfillment Credit/Debit Processes* Good technical understanding of: SQL Interfaces and Integrations Workflow troubleshooting Oracle Concurrent Programs XML/BI Publisher reports Debugging and log analysis* Exposure to Oracle Fusion Cloud: SCM Cloud Inventory Cloud (IC) Oracle Integration Cloud (OIC)* Experience with ServiceNow (Incident, Problem, Change, Knowledge Management).* Experience working in global support and production support environments.* Strong stakeholder management and communication skills.* Ability to coach, mentor and lead support engineers.# Key Expected Achievements### Incident Management* Manage incidents from identification through resolution and closure.* Perform advanced functional and technical troubleshooting.* Drive resolution of critical and high-visibility incidents.* Act as a focal point during major incidents and crisis situations.* Ensure SLA compliance and minimize business impact.### Service Request Management* Handle complex Service Requests with accuracy and ownership.* Deliver timely resolutions and maintain effective communication with users and stakeholders.* Improve user satisfaction through responsive support.### Problem Management* Lead Root Cause Analysis (RCA) activities.* Identify recurring issues and drive permanent fixes.* Coordinate with L3, development, and project teams for defect resolution and patch deployment.* Reduce repeat incidents through proactive actions.### Monitoring & Observability* Leverage monitoring tools, dashboards, and alerts to identify potential issues proactively.* Define monitoring requirements and collaborate with build teams to improve observability.* Drive automation and self-healing initiatives wherever possible.### Change & Release Management* Review and validate production changes and releases.* Assess business impact and support deployment activities.* Ensure smooth transition from build to run.* Participate in go-live, hypercare, and post-production support activities.### Continuous Improvement* Identify opportunities for process optimization and automation.* Drive operational excellence through proactive improvements.* Anticipate risks and implement preventive actions.* Contribute to reduction of manual effort and support workload.### Knowledge Management* Create and maintain knowledge articles, troubleshooting guides, and support documentation.* Facilitate knowledge transfers and training sessions.* Promote cross-functional learning and knowledge sharing across teams.### Communication & Stakeholder Management* Provide clear, timely, and professional communication to users, business stakeholders, and leadership.* Ensure accurate status updates during incidents, service requests, problems, and changes.* Build trusted relationships with business and project teams.### Service Level Management* Monitor service performance using operational metrics and dashboards.* Drive continuous improvement against SLA, KPI, and quality targets.* Ensure high service quality and operational stability.### Operability & Support Readiness* Contribute to successful transition of projects from deployment to support.* Define support requirements, monitoring needs, support documentation, and operational processes.* Partner with project and development teams to improve supportability of solutions.### Team Leadership & Mentoring* Mentor Support Engineers and junior analysts.* Provide coaching on Oracle O2C processes, troubleshooting techniques, and best practices.* Lead by example through ownership, accountability, and continuous learning.* Support team development and contribute to building a high-performing support organization.